Knowledge Best PracticesHow do you use knowledge management to improve agent experience? How can you make your customer service agents use the knowledge management system? How can you make agents aware of the benefits of using Knowledge vis-a-vis not using Knowledge?

KNOWLEDGE-ENABLED SUCCESS STORIES

Barclays PLC trusts eGain

When you provide core financial services to 60,000 corporate customers around the globe, your eService platform had better be capable of delivering superior, speedy, and reliable assistance. That’s why Barclays PLC turned to eGain when it needed help managing an expanding customer service load within its Business Banking division. Read more…

Bell Aliant trusts eGain

Telecom giant seeks to maintain market leadership through superior customer service. “eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers.” Read more…

Global Imaging Giant Picks eGain Customer Engagement Hub to Sharpen Its Focus on Sales and Service

The company’s service center’s goal was to provide a “one stop answer shop” for both consumers and professional users of its high-end digital imaging products. They say, “eGain tried harder. We had a strong commitment from their CEO, who helped ensure the alignment of business groups to achieve the vision of a “one stop answer shop.” Read more…

BEST PRACTICES: KNOWLEDGE MANAGEMENT FOR CUSTOMER SERVICE

Transform Customer Service with Next-Gen Knowledge: Why and HowWHY KNOWLEDGE The consumer has spoken. Forrester Research recently asked 5000 of them, “What created the biggest pain when you contacted a business for customer service?” The answer was loud and clear—the lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. The feedback sounded like a broken record for customer service pain.

Knowledge Management for Mobile, Social, and Multichannel Customer ExperiencesKM has been with us since the 1960s, yet we have not been able to understand it sufficiently to maximize value from its practice. While many implementations have returned value to organizations, there have been many failures for each success. But, here’s the good news – we have learned sufficient to distill and leverage best practices to implement knowledge management (KM) and maximize ROI.

Knowledge Management for Contact Centers and Help Desks: Lessons from the Global 2000Knowledge management (KM) is different things to different people. Most organizations see it as using technology to share critical information. To contact center and helpdesk managers, KM usually means providing agents with a problem resolution tool, which could be anything from a simple answer database to a sophisticated guided help system. We take a broader view of KM.

Knowledge Management

Web Self-Service

One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

Video Chat, Text Chat, Cobrowsing

Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.

Artificial Intelligence for Customer Service

The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.